Kevin is a self-employed plumber in his 30s, with a wife and three children. He rarely visits the doctor and has never taken a day off work.
Then one day he had an accident. Nothing dramatic, but it left him with a fractured ankle.
For someone whose job means being on his feet, squeezing into tight spaces and using tools all day, working simply wasn’t possible. And being self-employed, Kevin had no sick pay to fall back on, just personal savings that were never meant to replace his income.
In 2024, Kevin asked Waddle to review his existing policies with Protection Adviser Ryan. He already had income protection and life insurance, but Ryan spotted a few gaps. His income protection paid out for one year, and the benefit was lower than the maximum available to him. His life insurance had also never been placed in trust, so the payout could have been part of his estate for inheritance tax purposes.
Ryan took the time to understand Kevin’s circumstances, medical history and household commitments. He recommended increasing the benefit, extending the payout period and putting the life insurance in trust.
The aim was simple: protection that reflected what Kevin needed, and what he was responsible for.
A little over a year later, Kevin got in touch after a serious ankle injury that left him unable to work and needing surgery.
As the main breadwinner, with a wife and three children depending on him, the impact went far beyond his recovery. In February 2025, Lilly, our dedicated Claims Support, guided Kevin through the process, explained what to expect and pointed him to support services.
His GP completed the medical report within a reasonable timeframe. But when the provider began looking at his records, they found something that didn’t line up with his original application: his doctor had recorded a previous injury to his other ankle.
It’s the kind of detail that may not have seemed important at the time. But it raised questions the provider needed to look into before reaching a decision.
When applying for cover, it’s easy to overlook an old injury, especially if it happened years ago, seemed minor or healed completely. But what’s recorded in your medical history can matter later on.
If something is missing from an application, or differs from the records obtained at claim stage, the provider may need further evidence before deciding. That doesn’t automatically mean a claim will be declined. But it can mean more questions, more medical evidence and a longer wait, at a time when someone may already be under financial and emotional pressure.
For Kevin, the wait has been hard. While the provider continues its assessment, he has relied on his savings to support his family, and the uncertainty has affected when he feels able to go ahead with surgery, knowing the recovery would mean more time off work. His savings were never meant to cover this, which is exactly why he took out income protection.
At Waddle, we spend time getting to know our clients before an application is submitted: their circumstances, medical history, responsibilities and priorities. That helps make sure the information given reflects their situation as accurately as possible.
We also encourage clients to use the NHS App, where available, to look back over their health information and recall past appointments, diagnoses and treatments. Records don’t always tell the whole story, so it’s worth checking the details and talking through anything you’re unsure of with your adviser.
When you’re arranging cover, it’s natural to focus on how much it pays and for how long. But the details behind the application matter too, including the ones that seem small.
If you’re not sure whether a previous injury, appointment or diagnosis is relevant, ask your adviser or the insurer. It’s always better than assuming it doesn’t need mentioning.
More than meets the eye. Because when you need your protection most, the details matter.
Real client, but name and identifying details changed to protect their privacy.
If you’re self-employed, work with your hands, or just aren’t sure what cover you’ve really got in place - don’t go it alone.
With Income Protection, you can protect your income — and your savings.
Because life doesn’t always go to plan, but your protection absolutely should.
Graham came to us for a second opinion on his protection. We uncovered a 17-year-old policy with unbeatable cover - one worth holding onto. Two years later, after a stroke, that legacy policy paid out £75,000 when he needed it most. The right advice. At the right time. For all the right reasons.
Twelve outdated policies. No Trusts. Then - stroke, fracture, and later, bereavement. Because Waddle restructured everything, payouts were fast, probate was bypassed, and the cover actually worked when it mattered most.
A teenage health scare, emergency surgery, and weeks in intensive care. With Waddle guiding the claim, £25,000 was paid quickly, extra support was accessed, and the family could focus on recovery - not bills.
Whether you're a policyholder or a family member, you don't have to go through it alone.
Our award-winning claims support team will be there to guide you through every step, with care and compassion, taking care of as much or as little as you need us to.
We will absorb the stress so you can focus on what matters most.
Already have protection in place? We believe your cover should grow with you. Our friendly Policy Check reviews what you have, highlights strengths and gaps, and gives honest, expert advice to keep your cover working its best for you.
